eBook: The Impact of Digital Innovation in the Contact Centre

IDC, in conjunction with Sabio, set out to better understand how digital innovation is evolving in the contact centre space. They spoke to five companies with significant contact centre operations in the process of introducing digital innovation.

This report offers an insight into:

The contact centre environment that each of these companies has developed

The current challenges they face and how this is changing as a result of digital innovation

How the agent experience is evolving

The challenges and opportunities that digital innovation presents to agents